Monday, November 7, 2011

The Big Three: Persuasion, Manipulation, and Seduction


There is not one moment in our day, other than when sleeping, that we are not subjected to some form of persuasion. It is a prominent tool used in everyday human communication. Every time we turn on the television is another chance for the advertisements to reach their powerful fingers into the depths of our minds, tweaking our wants and needs to meet what it is they are selling. In 2012, Americans will be confronted with a familiar source of persuasion that is not much different than a commercial. Presidential candidates use persuasion to convince the people to vote for them. They might not be selling a specific product, but they are selling their political ideas and agendas. In essence, it is all achieved through persuasion. The question, however, is whether or not persuasion is the only communication tool used to achieve one’s “goals.” The answer is, simply, no. Persuasion is one of three effective ways to get what one wants. The other two are seduction and manipulation. Each is similar in ways, but also very different. Throughout this paper I will detail the differences between each, as well as describe which technique audiences respond best to.

The first of the three techniques is persuasion. Persuasion can be defined as “the shaping, changing or reinforcing of receivers' responses, including attitudes, emotions, intentions, and behaviors (Pfau & Perot, 1993).” Persuasion is a communication tool that is used every minute of everyday. This does not necessarily mean by one person, but by the human population in general. It stands out from the other two techniques discussed in this paper because it is not generally thought of as a negative approach to communication. Persuasion can have both positive and negative intentions behind it. When a person is having cardiac troubles, or is suffering from high blood pressure, a doctor will try to “persuade” them into exercising and dieting better. If a parent’s child is falling behind in school, they will attempt to use positive persuasion to raise that child’s academic skills and grades. Unfortunately, not all examples of persuasion are positive. Peer pressure has always been a form of persuasion that can result in a negative outcome. Teenagers are often persuaded into experimenting with drugs and alcohol at a young age. They are told by their friends that it is “cool” to take part in these dangerous activities, and are coerced into saying yes. This is actually very close to the next technique to be discussed.

Manipulation is probably most known as an unethical form of human communication. Usually, it is used by someone in order to serve their own interests at the behalf of others. Manipulation is defined as the act of negotiating, controlling, or influencing someone through the use of cleverness, skill, or deviousness (Collins, 10th Ed.). Manipulation is a widely used tool in the sales world. People who work in sales are notorious for “manipulating” people into purchasing a product that may or may not be worth the money spent. It is a very powerful tool that comes in handy for those who will go to any means to for personal gain. Manipulation uses coercion similar to persuasion, but on a much more malevolent level. Douglas Rushkoff, a youth consultant and author, states: "Coercion is much more debilitating than persuasion or even influence . . . Coercion seeks to stymie our rational processes in order to make us act against - or at the very least, without - our better judgment (Honigmann, 2000).” Coercion and manipulation are one in the same. Scam artists are masters of manipulation, and the internet is their playground. Everyone has received emails about the next best investment, or the “you have one a car!” pop-up ad. These are all people trying to manipulate us into giving away our hard earned funds for the questionable. The technique of manipulation runs very close to the next one in this paper.

The last of the techiques discussed in this paper is seduction. Seduction may be the most dangerous of the three because it tends to feed on natural desires and wants. Secuction is defined as the act of winning over, luring, or attracting for one’s own gain (Collins, 10th Ed). The most common form of seduction is through the use of sex. Both men and woman will use seduction, whether sexual or not, to get what is in their best interests. Nina DiSesa, chairwoman of McCann Erickson/New York, says that seduction is about “using our feminine wiles and instincts to get what we want and deserve in a man's world, even though the cards are stacked against us (Rosenblum, 2008).” Financial stability is also a tool used in seduction. Both men and women are seduced by a nice car, a big house, or a fat bank account. It is easy to seduce because it causes people to be blinded by the “goodies,” despite the after affects or repurcussions.

Persuasion, manipulation, and seduction might be different in several ways, but they are also very much the same. In the end, the goal of each is to change people’s beliefs, attitudes, or values. Persuasion can be affective against any audience because it spans a very broad area of communication. Manipulation, most of the time, will effect those with weaker will or do not have a strong grip on their own attitudes and beliefs. Seduction, most of the time, has a smaller effect, but can still be applied to anyone because we all face temptation in our lives. It is just something that is inside of us. This is true for all of the techniques. Each and every one of them can affect any person, at any time. What matters most is whether or not we choose to react to the positive ones, or the negative.

Honigmann, D. (2000, July 6). Manipulation that stymies rational processes: An analysis of modern marketing techniques suggests that corporations' selling tactics have moved on from being:[Surveys edition]. Financial Time, p. 01. Retrieved March 21, 2011, from ABI/INFORM Global. (Document ID: 56103924).

manipulation. (n.d.). Collins English Dictionary - Complete & Unabridged 10th Edition. Retrieved March 21, 2011, from Dictionary.com website: http://dictionary.reference.com/browse/manipulation

Pfau, M., and Perot, R. (1993). Persuasive communication campaigns. Boston: Allyn & Bacon, p. 6.

Rosenblum, G. (2008, March 9). On top of the world:She counsels businesswomen to break the rules, brag and flirt. Ad agency powerhouse Nina DiSesa's success strategy isn't exactly orthodox, but it's clearly working for her.. Star Tribune,E.1. Retrieved March 21, 2011, from ProQuest Newsstand. (Document ID: 1447245391).

Persuasion: An Analysis of Ethical Behavior


Man has struggled with a thousand different questions throughout our existence. It is in our nature to do so, as well as in our nature to find the answers. One of those nagging questions is what is considered to be right and wrong. The answer, although it differs depending on who you ask, can boil down to one word: ethics. Ethical behavior is not only a way of life, but a figurative line that our society has drawn to separate the moral paths from the immoral. While this applies to everything in life, it is significantly apparent in persuasive communication. There are always “right” and “wrong” ways to do things, but when pertaining to persuasion the affects are great. With every question that arises, come even more theories to the answer. Ethical behavior in persuasion is no exception to this rule. The following paper will analyze why ethics in persuasion is significant, its theories, and the impact its practices have on persuasion.

Ethical behavior, as a whole, is a necessity in our way of life. Every decision we make, and every action we take has a consequence. We are creatures of intellect and free will. The paths we choose to take not only affect us, but everyone else that is involved, even in the most miniscule ways. Because of this, a vague set of rules has been laid down. These “rules” are not so much what we have to do, but more what we should do. They are based on the same morals that most of us are taught through our entire developing life. These rules are most commonly known as ethics. Without ethics there would be no boundaries, and without boundaries there would be no compassion. Compassion is the key word here. It is the glue that holds our unstable species together, and causes us to care not only about ourselves, but for our fellow man. When applied to persuasion it is no different. The significance of ethical behavior in this form of communication is as important as in any other. Without it, the boundaries would be gone, and our compassion would disappear with them. To understand the necessity of ethics we must figure out the why, and in order to learn the answers, we must have theories.

The first of the theories to be discussed in this paper is Utilitarianism. This theory states that a person should consider both the costs and the benefits, as well as choose the path that gives the largest amount of satisfaction for the largest number of people (Granitz & Loewy, 2007). When pertaining to persuasion, this means that the persuader should not only take themselves into consideration, but also that of the person on the receiving side. The impact this has is substantial. It is easier to persuade someone when there is not much risk involved for that person. In this case, no one is being taken advantage of, and the outcome is positive for both the persuader and “persuadee.” For example, if a salesman uses the utilitarian approach in his profession he will be successful due to the trust he builds with the clientele. He will have a better chance at a successful persuasion, as well as form a relationship with the customer. Using ethical behavior gives the customer the sense that the salesman is honest, causing them to return for business in the future. Research shows that salespeople who use an ethical approach are more likely to build strong relationships with their customers, positively affecting their satisfaction, trust, and commitment to them (Hansen & Riggle, 2009). Unfortunately, not every theory of ethical behavior is positive and practices compassion.

The second of the theories discussed in this paper is Machiavellianism, also known as ethical egoism. People who use this philosophy are on the other side of the spectrum when it comes to showing compassion. They have no problem sacrificing others’ needs for their own interests, showing care only for what is best for themselves (Granitz & Loewy, 2007). While this approach has the same significant impact on persuasion as Utilitarianism, it has different effects on both parties. The intentions of the persuasion are only for the benefit of the persuader, completely discounting those of the recipient. Take a con man, for example. His intention is to persuade someone to give him money, maybe for an “investment,” for the benefit of both parties. However, the reality of the situation is the con man takes the money for his own benefit, leaving the victim empty handed. He has no qualms about “stealing” from this person because the outcome is good for him, despite the effects it has on the other. That being said, an ethical egoist considers the most important duty of their persuasion to be the highest compensation they get out of it (Shaver, 2010). In the end, the impact Machiavellianism has on persuasion is a negative one, at least for the person being persuaded. It is, to say the least, a highly unethical approach.

The importance of ethical behavior, whether it is overall or pertaining to persuasion, is of the greatest. Without it, we would never know what lines to cross when considering each others’ best interests equally. To practice ethical behavior is to show compassion, and showing compassion is what keeps our species different from the rest that inhabit this planet. Utilitarianism leans more towards the ethical side of the “line,” while Machiavellianism leans more on the other. Each holds equal impact on persuasive communication, but with two different effects. In the end, it is up to the persuader to determine which theory is best suited. We can only hope that the more compassionate route is taken.

Granitz, N., Loewy, D. (2007). Student Plagiarism. Journal of Business Ethics, May 2007, Vol. 72 Issue 3, p.293-306.

Hansen, J.D., Riggle, R.J. (2009). Ethical Salesperson Behavior in Sales Relationships. Journal of Personal Selling & Sales Management. Spring 2009, vol. 29 Issue 2, p.151-156.

Shaver, R., (2010) Egoism. The Stanford Encyclopedia of Philosophy, Winter 2010 Edition, Retrieved from http://plato.stanford.edu/archives/win2010/entries/egoism

Evaluation of AltMedicine.Org

1.Altmedicine.org does not show any sort of sponsorship for the information that they provide on their website.

In order for a medicinal website to be considered legit, it must have some form of sponsorship by a reputable medical organization. This particular website states that the information provided should not be taken as professional opinion, as well as not acted upon with the mindset that it is. Not everything on the website may be confirmed as genuine, but some of it most certainly can be. If the website were to get the confirmation of some of the methods from a reputable source, they could show that they are considered acceptable by medical professionals.

2.There are not many sources for each type of information available.

The website makes an effort to show that certain medical methods have been used for a long time, but shows no credible sources for the information provided. This is also true for the description of the methods themselves. If they were to provide reputable sources for the procedures, as well as their effects the information could be considered more reliable.

3.The suppliers of the information on the website do not show professional credentials.

The administration of the website state that they are not professionals, but if they are trying to pass information on as reliable they have to have professional opinions to back them up. If they were to have licensed medical professionals acknowledge the information as truth they would have a better chance of being considered credible.

4.The privacy policy and information about who runs the website is not made abundantly clear.

The purpose of having an “about us” tab to click is to allow the visitor to learn more about those running the site. This website has the tab, but does not have any information listed when clicked on. If people are trying to learn about alternative medical procedures, they want to know who they are getting the information from. This is not only true on a professional level, but those who are serving as the vessel as well.

Universal Understanding of APA Formatting

INTRODUCTION

Overview

Ashford University and its faculty have always done an excellent job of providing their students with the proper education, support, and tools needed to be successful. The issue being addressed in this document is by no means a negative reflection on the University and its staff, but one that should be rectified in order to build on the success provided to Ashford students. It is a requirement of the university that all students use APA formatting when submitting written assignments for grading. However, the standards of APA formatting tend to vary from instructor to instructor, causing confusion among students as to what is the proper and acceptable format expected.

Statement of Problem

The absence of a clear and universal understanding of proper APA formatting by all the university instructors leads to variations in how assignments are expected to be submitted from class to class. While one instructor considers to be acceptable formatting, another may not. This confusion hinders students from learning the one true APA format, as well as takes away time that instructors could be applying to other areas of the classroom.

Need

Although there is a general understanding of proper APA formatting throughout the university’s faculty, expectations vary from instructor to instructor. These variations lead to inaccurate grading, wasted time, and improper information giving.

PROPOSED PLAN

The following plan is designed to eliminate confusion among instructors on proper APA formatting, putting everyone on the same page as to what is expected and accepted.

Methods
Ashford University and its faculty can reach a clear and universal understanding of APA formatting by taking these steps:

Mandatory Workshops and Materials. Requiring faculty to attend frequent workshops based on changes made to the APA formatting, as well as for “refreshing” purposes will keep everyone up to date on what is the proper and correct APA style. Workshops not only allow people to work together, but also facilitate a more successful outcome (Cameron, 2005). Supplying each instructor with the same materials and literature to use for APA referencing will eliminate any confusion as to what is correct and incorrect. The correct and best sources that should be used are the Purdue Online Writing Lab and the 2009 APA Guide (Anderson, Angeli, Brizee, Keck, Lawrick, Moore, Soderlund, &Wagner, 2011).

APA Format Submission Program. Instructors will have a program that allows them to submit each assignment individually, displaying which areas of a student’s paper do not follow proper APA style formatting. The results will be immediate, allowing instructors to concentrate on the content of the work rather than how it is prepared. This will also make sure that there is only one correct and acceptable APA style expected from every instructor at Ashford.

CONCLUSION

Ashford University prides itself on the education, support, and tools for success that it and its faculty provide for students. Instructors having a universally clear and concise understanding of APA style formatting will only add to that success. If instructors are all in agreement on the expectations, have frequent “refresher” workshops, use the same materials, and have access to in-class programs that simplify format grading, confusion will be eliminated. Acceptance of this proposal will not only benefit Ashford and its faculty, but brighten even more the future of its students.

Anderson, M., Angeli, E., Brizee, A., Keck, R., Lawrick, E., Moore, K., Soderlund, L., and Wagner, J. (2011, April 19). General Format. Retrieved from http://owl.english.purdue.edu/owl/resource/560/01/

Cameron, E. (2006). Facilitation Made Easy: Practical Tips to Improve Meetings and Workshops (3ed). Kogan Page Ltd. London, GBR. Retrieved from http://site.ebrary.com/lib/ashford/docDetail.action?docID=10106656&p00=success%20workshops

Parenting: Replacing The Internet Connection With Family Connection


Most of us who consider ourselves “adults” remember a time when every aspect of our daily lives revolved around our family. Whether you are a single child, or have five brothers and sisters, life’s routine was determined by your parent(s). Family time was important, and in numerous cases, mandatory. Everyone ate dinner together, summarized the events of their day, and discussed what was learned in school. Of course, television was watched, but even that was done as a family. This was mainly due to the parents’ involvement in raising, as well as taking part in their children’s lives. Unfortunately, this simple and extremely important practice has become less and less utilized. Cellular phones, video games, and the internet have replaced game nights, sports events, and family outings. Present day parents, for the most part, have forgotten what “raising” a child is supposed to consist of, replacing the essential skills with technology. This paper is not only to persuade, but to implore parents to realize that proper childhood development relies on personal and loving parenting, rather than shoving an electronic device in a child’s face and going about their daily lives.

How many times have you been in a restaurant and looked over at the table next to yours, only to find the parents eating while their children play video games on their phones? Instead of parents interacting and holding the interest of their children, they are keeping them “busy” with electronics. This is not only sad, but an irresponsible attempt at parenting. Parents should spend as much time interacting with their children as possible. While electronics can be a good form of entertainment, and in some cases even educational, they are not replacements for the parents’ time. The focus of parents seems to have shifted from their children’s needs to their own, and this is an injustice that must not continue.

Cellular phones, television, video games, and the internet have become the main forms of entertainment parents provide for their children. Children between the ages of eight and eighteen spend an average of seven and a half hours a day using computers, televisions, and videogames (Kalb, 2010). If you subtract the amount of time spent at school and extracurricular activities, if they are even involved in them, from the twenty-four hour day you are not left with much time for family interaction. The point is, if they are spending nearly eight hours a day using electronics, how can there possibly be time left for actual parental/child connection? On top of that, what effects are these devices having on our children?

A child’s development relies on more than what is on television, or in the hottest video game. In fact, using technology’s latest electronic devices as a replacement leads to problems in a child’s development. Constant use of television, video games, and certain computer applications can infantilize the brain, and could be the cause of a steep rise in attention deficit-hyperactivity disorder (Mackey, 2009). Obviously, no parent would ever wish a behavioral disorder like this on their own children; but if a change in how they raise their children is not made, it is a possibility that may take place. The unfortunate aspect of it all is the idea that using electronics to keep children busy is, in a way, a form of avoidance. Less stimulation to the cognitive development of children could be an effect of neglect, in which the parents’ needs come before those of the children’s (Abbott & Langston, 2006). Physical effects on their bodies may also be caused by excessive use of today’s technological devices.
It is no secret that the United States of America are one of the “fattest” countries in the world. Obesity is the most widespread form of nutritional disease, and inflicts more than fifteen percent of America’s adolescents (Burniat, Lissau, & Cole, 2002). This number is only going to rise as more and more parents allow, as well as promote excessive use of television, internet, and video games. As was stated before, children spend close to eight hours a day using these devices. With the exception of newly manufactured “exercise” video games, none require any sort of physical effort for participation. Unfortunately, even the introduction of these exercise games is not enough to prevent obesity in our children. According to the American Council on Exercise, fitness simulation games like “Wii Fit” burn far less calories than their traditional exercise counterparts (Lang, 2009). This is just another reason why parents need to decrease their children’s use of electronics. The solution, quite simply put, is to spend time with them in energy expending activities. Parents should involve physical activities, such as sports and outdoor games, in the daily routines of their children. Doing this will not only decrease the chances of obesity, but will help build a stronger family environment. The most important thing for parents to realize, however, is that these health issues should not be the only reason for cutting back on their children’s use of electronics.

Parents’ reason for replacing electronics with more family interaction should be for the simple reason of wanting to raise their children in a loving, caring, and family oriented environment. In order for this to happen, they have to build on connections with their kids, and find ways to make the excessive electronics usage obsolete. The first step in this process is to remember that their children’s needs come before their own. This means that interaction with your children is more important than catching Oprah’s next big give away episode. Taking the time to give your attention to your children, instead of handing them your iphone, will do wonders in the relationships you will develop with them. The answer is in taking the time to play with your children. This does not necessarily mean you have to sit down and have “tea time” everyday, but it is an essential part of establishing a strong bond with them. Parents ought to remember what it was like to be that age again, and realize how necessary it is to promote playful interaction between them and their children. Playful parenting is not just about having fun with each other, but a way of helping them complete the circle of reconnection while drawing them out of isolation (Cohen, 2001).

Everyone has either seen or heard of a child creating an imaginary friend, whether it is in their personal life or in a movie. This is usually due to them being alone, anti-social, and isolated from the basic need of human interaction. The main point is not to look for your child to “create” a friend, but to make sure that you spend the time with them that is necessary. Isolation is the same as separation. Neither of these words should ever be brought up when discussing the relationships between parents and their children. It is our purpose on this planet to birth children, as well as continue the growth of our race. Unlike other species, however, we have the innate ability to love and care for our children, watching them develop into adults themselves. Parents should not look at this like another job, but a blessing, for that is what it truly is. The time has come to stop running from what is our main purpose on this earth, and take responsibility for the children we bring into it.

Unfortunately, technology and its devices are not the only replacements parents have found to do the job they are meant to. In many cases these days, parents expect the teachers in schools to “raise” their children. This is very common in the private school sector. Parents who are wealthy, and choose to place their children in private schools, expect too much from the teachers. This is mainly due to the fact that they are “paying” for their children’s education and discipline. Some parents these days feel that they are no able to raise their children adequately, especially parents of those who have social and behavioral issues (Kaplan, 2009). The point is parents in this day and age are so busy adhering to their own needs that they have no idea how they are supposed to meet those of their children. Jobs, spouses, hobbies, and addictions come before the kids. There is a definite sense of disconnect among families in today’s society, and every single parent needs to confront, and change that. It is the parents’ responsibility to raise their children while instilling morality, as well as what is expected of a mature adult in this ever changing world. The teachers are only there to help “move the boat up-river.” Once the realization is made that parents are to put their kids’ best interests before their own, be the main contributors to their development, and put the responsibility of “raisers” on their shoulders, the future will look much brighter for the children.

This is not only an attempt to persuade, but one to implore current and future parents to finally step into the most important role of their lives whole heartedly. We can no longer promote, or allow the use of television, internet, cellular phones, and video games to take the place of us. These devices not only effect our children’s behavioral development, but their physical one as well. The future of our species relies on how much effort parents put into their relationships with their children. As technology advances, we lose more and more contact with each other on a personal level. We have already seen this grow more prominent among us adults; therefore, we must not allow it to happen with our own children. What we raise them to believe is proper and socially acceptable, is what they will teach to children of their own one day. The time has come to put down the phones, take the batteries out of the controllers, and shut off the television and computer monitors. All it takes is a family activity day out with the kids, without all the “blessings” of technology weighing us down. So, take this message to heart, and consider what is most important for you and your children. After all, it is not only about what is good for us, but what the best is for our children.

Abbott, L., & Langston, A. (2006). Parents Matter. McGraw-Hill Education. Retrieved fromhttp://site.ebrary.com/lib/ashford/docDetail.action?docID=10161356&p00=parenting

Burniat, W., Lissau, I., & Cole, T.J. (2002). Child and Adolescent Obesity: Causes and Consequences, Prevention and Management. Cambridge University Press. Retrieved from http://site.ebrary.com/lib/ashford/docDetail.action?docID=10069992&p00=child%20obesity

Cohen, L.J. (2001). Playful Parenting: A Bold New Way to Nurture Close Connection, Solve Behavior Problems and Encourage Children’s Confidence. Ballantine Publishing Group. Retrieved from http://site.ebrary.com/lib/ashford/docDetail.action?docID=10005095&p00=parenting

Kalb, C. (2010, March 14). Culture of Corpulence. Newsweek. Retrieved from http://www.newsweek.com/2010/03/13/culture-of-corpulence.html

Kaplan, N. (2009). My Child’s Teacher: What Can I Reasonably Expect? Education Pathways, Issue 9. Retrieved from http://webcache.googleusercontent.com/search?q=cache:xnCSjBPEPycJ:www.chabad.org/library/article_cdo/aid/429641/jewish/My-Childs-Teacher-What-Can-I-Expect.htm+do+parents+expect+too+much+from+teachers&cd=9&hl=en&ct=clnk&gl=us&source=www.google.com

Lang, D.J. (2009, December 11). Fitness Video Games Are Reshaping Medium. The Associated Press. Retrieved from http://msnbc.msn.com/id/34381072/ns/technology_and_science-games/
Mackey, R. (2009, February 24). Is Social Networking Killing You?. The New York Times. Retrieved from http://thelede.blogs.nytimes.com/2009/02/24/is-social-networking-killing-you/

Netflix: Even Innovators Have Flawed Moments


Movies and cinema have a long running connection with Americans and citizens of nations all over the globe. Taking a girlfriend, boyfriend, spouse, or even just a group of friends to the theatre for the next big movie has been a cherished activity in our culture for decades. That being said, the option to rent movies and watch them in one’s own home was an amazing concept that was most notably made available by Blockbuster. However, as technology increased and the internet became more and more prominent in everyday American homes, the idea of traveling to stores to rent movies became less appealing. This is where the story and emergence of a new company called Netflix begins. Netflix is an extremely successful company that brought forth a new innovation in the movie rental business, and probably could not have done so without proper and effective public relations and promotional work. The following paper will delve deeper into Netflix and their public relations work. It will describe how Netflix made a name for themselves and influenced public opinion, their successes in adapting to the social medias and technology of these times, their crisis management, and how their public relations compares to that of a non-profit organization.

The video rental juggernaut known as Netflix Inc. was created in 1997 by a man with a dream, and the drive to make that dream come true. Reed Hastings, the CEO of Netflix, changed how the world watched and received movies. Netflix is a video service that allows people to rent DVDs and have them delivered to their homes within a couple of days, as well as watch streaming video over the internet. This made it easier for people who live in small towns who do not have access to major movie rental retailers to receive any video of their choosing that would otherwise be unobtainable (Tryon, 2009). Neflix gave everyone the opportunity to have access to movies and television shows that they had never even heard of, or had the means to retrieve. In a sense, Reed Hastings has expanded the cinema and movie experience to all spans of the globe, giving everyone the chance to become “film buffs.” Today, Netflix has over three million users accessing their instant streaming service, viewing around 5 million television shows, movies, and biographies on their computer screens and television sets (Roth, 2009). A lot of work has gone into the success of Netflix and its services. Of course, Reed Hastings deserves much of the credit, but it has been the work of the public relations and promotional group that has turned Netflix from just a dream to a media powerhouse.

Public relations departments for companies have a variety of tools and processes at their disposal to reach the public. Netflix did this successfully by using surveys and rating systems to influence the public’s opinions on their services, as well as the products that they provide to them. When using the Netflix website, a customer has the option to rate movies that he or she has seen using a “five-star” scale. They have the opportunity to rate as many movies and television shows as they would like which, in turn, provides them with a massive list of movies that they might be interested in (Colombo, 2001). The company also used a lot of promotional deals and discounts to new subscribers. I know that this was a great idea because I was once a new subscriber myself. Usually, they would provide a month’s worth of service for free as a “trial” subscription. This is an excellent way to reach the public, gain their interest, and provide them with a no-risk way to test out the services that you have to offer. It also shows that Netflix had a great deal of pride and confidence in their product, as well as gave the public the perception that they would be satisfied enough to continue the subscription when the free trial was finished.

Netflix also used another great public relations tool while building their empire. That tool was to research and know the competition. Neflix knew that they were on to something big with providing DVDs to customers by mail. At the time, Blockbuster was still only operating through their “walk-in” rental stores and basically owned the movie rental market. Reed Hastings and Netflix knew that they had to keep close tabs on Blockbuster and their service offerings in order to organize their company and public relations campaigns. In an interview with CNN, Reed Hastings summed this process up in one sentence: “Never underestimate the competition.” By 2003, Blockbuster had not yet set up a competitive service, and Netflix figured that they would not invest much into it if they did. The next year, Blockbuster invested over five hundred million dollars into it (Abkowitz, 2009). Of course, this gave Netflix a run for their money, but because their public relations department kept up with what was going on, they had no problems keeping ahead of Blockbuster.

Obviously, the internet was the number one tool used by Netflix’s public relations. However, it was their use of email that helped reach the public even more. Email can be used in public relations in three ways. The first is one-to-one which is when a private email from one person is sent to another. The second is one-to-many which is when one message is sent from one person to any amount of their choosing. The third is many-to-many which uses software that enables many people to communicate through email facilitated conversation (Holtz, 2002). Netflix utilized this by giving subscribers the option to send recommendations to other users, as well as send invites and subscription “gifts” to friends through email. They also used email to send out millions of their “free trial” offers to people on a regular basis. Netflix not only used the internet primarily for their services, but as their public relations and promotional techniques. In this day and age, the internet is possibly the best way to reach a greater audience and Netflix proved this in the success that they gained in doing so. Netflix, however, took their product and public relations even further, going from just their website to other media outlets.

Netflix has moved from just providing DVDs to mail subscribers and internet movie streaming on the computer. Now, a subscriber has access to Netflix and its services through video game consoles, smart phones, and television sets. What was once just a DVD-by-mail provider has now become an easy to access service through different forms of media. Quite simply put, as the times and technology changes, Netflix adapts and changes with them. Microsoft, Nintendo, and Sony have all included Netflix access on their gaming consoles. Whether a person owns an Xbox360, Playstation3, or Wii they all have the capability of watching movies on their systems through Netflix. Today’s newest and best televisions now come with Netflix connect capabilities, as well. All it takes is on click of the remote control and a person can watch almost any movie of their choosing instantly. In this “Now-Generation,” organizations have to make sure that they are able to offer their products and services to the public as quickly as possible, and Netflix has shown that they are not lagging behind. Unfortunately, even the best companies face a crisis at some point, and Netflix has not been able to avoid being placed in this category.

In the early months of 2011, Netflix surprised their very populace, and very loyal customers with a 60 percent price hike in the monthly subscription fees with very little warning to the public. This caused a backlash of extremely angry customers, over thirty thousand angry posts on Netflix’s blog, and a rapid plummet of the company’s stocks ( VanderMey, 2011). Not only did the company anger its very large customer base, but it made a poor decision by naming it as a new service called Qwikster, which shared the same name as a marijuana addict on twitter. This, of course, was a bad move for public relations to not research anything else on the web that might share the same name chosen by Netflix and Reed Hastings. To make matters worse, the next few months were rather quiet from Hastings and other prominent Netflix figures. It seemed that Netflix was heading into a downward spiral because of their lack of action, but Hastings and the Netflix public relations helped close the wound at least a little before hitting the bottom.

How a company handles and manages a public relations crisis can either be the saving grace of that company, or the final nail in the coffin. One major step in crisis management is understanding the public’s view. Public scrutiny is an increasing demand that places pressure on companies to be alert, aware, and prepared to respond to a crisis in a manner that they will see fitting (Larkin & Regester, 2008). Some companies might hire a celebrity or another well-liked person to act as spokesperson for the company during the crisis. While this works for some, it is sometimes seen as an act of trying to deceive the public about the real issues at hand. Reed Hastings chose to act as the spokesperson himself, showing a lot of courage and putting himself in the line of fire. Most CEOs of companies shy away from the conflict, especially when they know that they have made a mistake in how their company and public relations handled a crisis situation. Hastings sent each customer an apology email with a video, appeared on ABC’s “Nightline,” and taken full responsibility for the choices made and the debacle that came after (VanderMey, 2011). While the company has certainly taken a hit, an apology and proposed plan from Netflix’s CEO, Reed Hastings, is the right move in a public relations campaign to gain back the trust of the public. There is always a risk in running a for-profit organization, but that does not mean that non-profit ones are always perfect.

The American Red Cross is a non-profit organization that has been providing disaster relief and help to millions of people across the globe for over one hundred years.
While their public relations campaigns may differ in most ways from those of Netflix’s, they do have some similarities. For one, Red Cross uses the internet to reach people all over the world as a main way of reaching the public. They also use surveys and polls to gain knowledge on the public’s opinion on the organization. Recently, the American Red Cross faced a public relations crisis during the aftermath of the devastating earthquakes in Haiti. Out of the $444 million dollars raised, only $111 million dollars of the donations were spent, causing an outrage and an investigation into the organizations handling of the funds (Attkisson, 2010). The American Red Cross handled the crisis similar to Netflix and their public relations department. Gail McGovern, head of the American Red Cross, chose to be the spokesperson herself saying: “Minus the 9 cents on overhead, 91 cents on the dollar will be going to Haiti. I give you my word and my commitment. I’m banking my integrity, my personal integrity on this statement (Attkisson, 2010).” Like Hastings and his company’s public relations campaign, the American Red Cross has put themselves on the line to guarantee the integrity and handling of the crises their organizations are involved in.

Companies and their success rely heavily on how they handle their public relations and promotional campaigns. Netflix proved this by innovating a new way of providing the public with an already existing product, while bettering it in ways never seen before. Their ability to reach the public in multiple medias, adapt to the change of technology, and correct their mistakes through the use of product public relations has made them one of the most successful and well-known organization in the world today. Even though Netflix’s purpose as a company differs from that of the American Red Cross, how they handle their public relations does not differ that much. A crisis can happen whether an organization is for-profit or non-profit. It is how those crises are managed by public relations that determine the future of the organization. In order to keep a positive perception in the eyes of the public, a company must know how to develop and utilize a successful public relations campaign. Netflix has done just that by winning over the public, and doing their best to overcome the obstacles put in front of them due to their own mistakes. Without productive public relations and promotional work, a company will have a long and bumpy road ahead of them.

Abkowitz, A. (2009, January 28). How Netflix Got Started. Retrieved from http://money.cnn.com/2009/01/27/news/newsmakers/hastings_netflix.fortune/

Attkisson, S. (2010, July 12). Following the Aid Money to Haiti. Retrieved from http://www.cbsnews.com/stories/2010/05/12/eveningnews/main6477611.shtml

Colombo, G. (2001). Capturing Customers.com: Radical Strategies for Selling and Marketing in the Wired World. Career Press, Inc. Retrieved from http://site.ebrary.com/lib/ashford/docDetail.action?docID=10007010&p00=netflix

Holtz, S. (2002). Public Relations on the Net (2ed). AMACOM Books. Retrieved from
http://site.ebrary.com/lib/ashford/docDetail.action?docID=10005791&p00=public%20relations%20internet

Larkin, J., Regester, M. (2008). Risk Issues and Crisis Management in Public Relations: A Casebook of Best Practices (4ed). Kogan Page Ltd. Retrieved from http://site.ebrary.com/lib/ashford/docDetail.action?docID=10233408&p00=public%20relations%20crisis%20management

Roth, D. (2009, September 21). Netflix Everywhere: Sorry Cable, You’re History. Retrieved from http://www.wired.com/techbiz/it/magazine/17-10/ff_netflix?currentPage=all

Tryon, C. (2009). Reinventing Cinema: Movies in the Age of Media Convergence. Rutgers University Press. Retrieved from http://site.ebrary.com/lib/ashford/search.action?p00=netflix

VanderMey, A. (2011, September 30). Netflix Flub: Not as bad as You Think. Retrieved from http://management.fortune.cnn.com/2011/09/30/netflix-flub/

Mediation and Arbitration: A Little Help Here?


As we all know, getting everyone in a group of people to agree with one another can sometimes be similar to, as well as unpleasant as pulling teeth. This is even more difficult when pertaining to conflict resolution. Most conflict takes place because two or more people are in disagreement on a particular issue, and are unable to find a solution that appeases everyone involved. Many of these conflicts are able to be solved between those that are in disagreement with one another, but there are certain cases where an outside party must be brought in to help move the process along. This particular process is referred to as mediation and arbitration. The following paper will discuss the role and effectiveness of mediation and arbitration in conflict resolution, as well as touch upon the types of disputes that are utilized by them. It will also explain the function of the American Arbitration Association, also known as the AAA, and examine how it can be used in my current professional career of sales.

In order to fully understand the purpose and impact of mediation and arbitration on conflict resolution, we must first break it down to its core meanings. Mediation is the act of being an intermediary between parties with conflicting interests, with the intention of effecting an agreement or reconciliation (Random House, n.d.). This action is usually taken when the parties involved in a conflict are unable to find a legitimate solution themselves; therefore someone else is put into place to help reach a final decision. The mediator, often times, is not chosen by those originally involved, but by someone who has interest in seeing the conflict come to a productive resolution. Arbitration, although similar to mediation, is defined as the settling of a conflict between parties by a person or a group of people chosen and agreed to by the parties involved (Random House, n.d.). So, in essence, those involved in the conflict realize that their negotiation process is not going to lead to a mutually acceptable solution, and decide together to bring an outside influence into the mix. Knowing what mediation and arbitration means, however, is only the first step to completely understanding it. How it functions and the effectiveness of it is the next.

Mediation and Arbitration is an excellent way of solving conflicts for parties that are not able to do it themselves. The mediator in any conflict resolution process should be one who has no interests in either party’s concerns, acts only as a facilitator of communication between the conflicting parties, and helps lead them to a consensual decision on the solution (Roberts, 2007). In other words, a third person is needed to continue the negotiation process because those in disagreement have come to a stalemate, and are unable to proceed with the proper communication techniques to resolve the conflict. While mediation is a means of assisting those in conflict to make a decision on a solution themselves, arbitration is a means of doing so on a solution for them. Both of these techniques can be quite effective, but one might have more of a positive outcome for those involved in the conflict than the other.

Mediation is a way of simplifying the communication between the conflicting parties, but still allowing them to reach a final decision that works best for both of them. When this is the case, the solution is more of a compromise, and has the best chance of ending with both involved in the conflict walking away satisfied. Arbitration, on the other hand, takes all the power out of the hands of those who have interests in the final decision. When this happens, the solution may not satisfy both parties involved, and can lead to one side being much more disgruntled than the other. A drawback to mediation is that it can lead to agreements between the conflicting parties that do not completely resolve the conflict, but only suppress and settle them, resulting in further anger and disconnect between those involved (Cloke, 2001). Of course, there are always positives and negatives to almost any approach we take to solving conflicts. It is always up to those involved in the conflict to decide what the best procedures to take are in order to reconcile their differences from the beginning. If mediation and arbitration is their best solution, the American Arbitration Association is one choice they have.

The American Arbitration Association, also known as the AAA, provides a service in the field of third-person conflict resolution. They help in the appointing of mediators and arbitrators to those in disputes, and provide information on conflict resolution options to those seeking their assistance. When pertaining to my professional career of sales, they would be able to provide assistance in settling disputes between clients who are unhappy with the products they purchased, but are being refused a full refund by my company. This happens often in my work. Usually, it is because a client has purchased something after viewing it on our showroom floor, had it delivered into their home, and after a long period of time decided that they just did not like it anymore. My company views this as a “preference,” not a defect in the product that was purchased. We do have a return policy set in place where the customer may send it back, but they would have to pay a substantial restocking fee, as well as the delivery fee. The clients, in a lot of cases, do not understand the reasoning behind this, and feel that because they are unhappy with what they purchased they should be fully reimbursed. The use of the American Arbitration Association as a mediator between the client and the company would save both parties a lot of time, and settle the disagreement for them. This would also save people in my position a lot of time and stress, because we are always caught in the middle of it and our commission is effected by the decision that is made.

The use of mediation and arbitration in conflict resolution, although effective, is only one way to reconcile the differences between those involved. They have both positive and negative effects on the process, but will still lead to a solution. In the end, the parties involved in the conflict have the ultimate decision whether or not to take this path in finding a resolution to the conflict. What might work for some, will not have the same outcome for the others. What matters most is how well those in conflict communicate from beginning to end. Communication, as it is with everything else in our society, is the key to success.

Cloke, K. (2001). Mediating Dangerously: The Frontiers of Conflict Resolution. John Wiley & Sons. Retrieved from http://site.ebrary.com/lib/ashford/docDetail.action?docID=10001722&p00=mediation%20conflict

arbitration. (n.d.). Dictionary.com Unabridged. Retrieved May 09, 2011, from Dictionary.com website: http://dictionary.reference.com/browse/arbitration

mediation. (n.d.). Dictionary.com Unabridged. Retrieved May 09, 2011, from Dictionary.com website: http://dictionary.reference.com/browse/mediation

Roberts, M. (2007). Developing the Craft of Mediation: Reflections on Theory and Practice. Jessica Kingsley Publishers. Retrieved from http://site.ebrary.com/lib/ashford/docDetail.action?docID=10196739&p00=arbitration%20conflict

Managing Conflict

We are part of a world that consists of the most intelligent species known to mankind. That species, of course, is us. With intelligence comes different opinions, and with different opinions comes conflict. In a perfect world, everyone would live out their lives in peace, going about their daily lives in absolute harmony. Unfortunately, this is not a perfect world, and harmony is just a word that sits in the pages of a dictionary. Conflict is what makes or world go around. It plays a major role in our way of communicating, and is a vital part of our reasoning as human beings. Of course, conflict can be a very stressful situation, but if it is resolved in the right manner it can lead to progression. In order for this to happen, certain steps must be taken to achieve a solution to any form of conflict. Throughout this paper I will describe these stages of constructive conflict resolution, as well as relate them to a conflict that I have dealt with on a personal level. As with most stories, I have to start at the beginning.

I spend my professional life in the field of sales. The conflict that I will describe took place between a fellow sales associate and I. We had both worked with the same client, trying to sell him a product that our company provides. I had worked with this client numerous times, while my fellow employee had only worked with him once. The client was originally mine to begin with, but the other salesperson failed to mention that he had worked with him when I was out of the workplace. The client did not commit to the sale when he was being helped by the other sales associate, but when he returned he requested to only do business with me because I was his preferred salesman throughout the entire negotiation. When the sale was secured, I chose to write it for myself, knowing that I had put the majority of time and effort into completing the sale. Needless to say, this was the prelude to the conflict.

My decision to take full credit for the sale, although it was the correct one, was not an acceptable choice in the eyes of my fellow associate. He proceeded to argue that he had spent time with the client, in which he should be the recipient of the commission earned. In many cases similar to this one, where salespeople have worked with the same client, a request for a commission split is submitted. I, however, chose not to split the commission because it was my client, as well as the fact that the other associate was notorious for “stealing” others’ sales. This was the birth of the conflict, and from here the five steps of resolution began.

The first step was to analyze the conflict. We had to determine who was involved, how did the conflict start, and how we could accommodate both parties. Well, the first two have already been described. In order to accommodate both parties, however, the solution had to meet the agreements of both of us. In this case, an outside negotiator had to be brought in, which was our manager.

The second step was to determine management strategy. My fellow associate and I had to choose the strategy that was best for both of us. Seeing how the field of sales is a very competitive environment and we both had numbers that we were expected to produce, we chose to compromise. A compromise is when two conflicting parties give a little, and take a little in order to reach an agreement (Cahn & Abigail, 2007). This stage led into step three.

The third step was to pre-negotiate. Initiation, assessment, ground rules, agenda, organization, written agreement, joint fact-finding, and commitment are the key steps in pre-negotiation ( CTIC, n.d.). In this case, we sorted out the facts, and put into writing what occurred and what we both expected, and discussed a commitment to the agreed upon terms.

The fourth step is negotiation. This stage consists of discussing the interests of both parties, finding options that satisfy everyone, and evaluating what ideas or most satisfactory to the people involved. In my case, we sat down with the manager, discussed what would be the best course of action, and determined whether or not each salesperson was getting what they deserved, as well as what would satisfy them.

The fifth step is post-negotiation. My sales associate, manager, and I decided that the best course of action was to split the commission, but enter the sale under my own name. This meant that I achieved the numbers that I needed to make my goals and got commission for it, while the other salesperson was satisfied to get half of the commission for his time put in. We also agreed to not let this conflict take place again, and if it were to happen for any reason, the outcome would be the same as this one.

In the end, conflict is a common occurrence in the workplace. However, the outcome depends on the process that is taken to resolve it. Using the five steps of constructive conflict resolution is the best way to go about meeting the expectations of both parties involved. If this conflict had never occurred, the groundwork would have never been laid in case it ever happens again. With conflict comes tension, but with tension comes resolution.

Cahn, D.D., & Abigail, R.A. (2007). Managing conflict through communication (4th ed.). Boston, MA: Pearson Education, Inc. ISBN: 978-0-205-68556-1

C.T.I.C. (N.D.). Managing Conflict. Retrieved April 18, 2011 from http://www4.ncsu.edu/~hobantj/environment/articles/managing%20conflict.pdf

Intercultural Communication in Virtual Worlds


The information age, specifically the internet, has opened doors for the human race in ways that were never thought possible in the not so distant past. This is especially true when pertaining to how we communicate. The internet has given us the opportunity to interact with people right down the street from us, or even on the other side of the globe. Online video games and virtual worlds are two popular forms of media in which people from different countries and cultures are able to interact and communicate with each other. The question is, however, do these technological forms of human contact open new channels of communication between different cultures? The answer is, simply put, of course they do. Online video games and virtual worlds allow people from cultures all over the world to interact and share their similarities and differences with one another. The following paper will discuss the communication channels that these virtual worlds provide for us, as well as the benefits and limitations of them in improving intercultural communication.

It is no secret that we have a long way to go when it comes to understanding and respecting the differences between each and every one of us. This is in large part due to the cultures that we were raised in, and are members of. Each culture differs from another either in a very large way, or a miniscule one. This does not mean that one is any better than the other, though. Unfortunately, that is precisely the problem that our species has, and is something that we have to learn to overcome. The arrival of the internet has given us the opportunity to narrow the gap that we have between one another. We now have virtual worlds and online games that put us in contact with people from every country and culture across the planet, and those of us that participate in these synthetic environments bring with us our differences. The virtual realities we have access to now are things that we had never had before, bringing us all closer together.

In the past, a person might have gone through their entire life without ever meeting anyone from a different culture other than their own. The only views they would have had of different cultures were those that were taught to them. This is no longer the case today. Online games and virtual worlds are a tool for all of us to get to know our fellow human, as well as the differences that make each and every one of us beautiful and unique. Whether you live on a farm in Nebraska, or in the busy city of Tokyo, you have the means of connecting with people of cultures that you have never met. These new channels of communication, however, both benefit and hinder our attempts at improving intercultural communication.

Virtual worlds enable us to communicate with one another, but this does not necessarily mean they are always positive and productive interactions. “Virtual worlds are full of social cooperation and social conflict; they present all of the problems of social order we find in real space and some that we do not (Balkin & Noveck, 2006).” Communicating with those from different cultures lets us learn about them. Virtual worlds are places where we can put down our fears and hesitations that come along with interacting with people that we do not quite understand. This can either be a wonderful opportunity to learn about our differences, or a place where our prejudices and ignorance can be put on display without consequence. This, overall, is what determines whether or not virtual worlds are beneficial or negative in improving intercultural communication.

Virtual worlds and online video games give us the opportunity to learn about the various cultures that span the world. As with most things in life, it is the choices we make and the paths that we take that will determine whether or not these worlds will benefit our improvements in intercultural relations. The internet and its synthetic worlds give us the chance to draw our species closer together, but they also give us a means to further our ignorance and hate without fear. In the end, I feel that they can be very useful tools in helping us better understand each other, but it will always depend on our willingness to see the differences in us as a positive thing rather than a negative. The walls between us can only be torn down if each and every one of us puts a hammer to the stone.

Balkin, J.M., Noveck, B.S. (2006). State of Play: Law, Games, and Virtual Worlds. NYU Press. New York, NY. Retrieved from http://site.ebrary.com/lib/ashford/docDetail.action?docID=10176208&p00=virtual%20worlds%20communication

Humor in Persuasion: Do You Think That’s Funny?


There are very few people that would tell you they do not enjoy a good laugh. It is something that we do almost on a daily basis, if we are lucky. It could be from a really funny joke, a television sitcom, or just a face that your baby makes while laying in his crib. Humor is a very powerful tool. It helps strike a strong connection between people, even those that have never met before. When smiles and laughter are reached, personal walls can be breached. Humor lessens the uncomfortable feeling of a first encounter, replacing it with an easier line of communication and understanding. This is why it can be such a positive tool when used in persuasion. Unfortunately, not everyone is a comedian, or has a sense of humor. The following paper is an analysis of the effectiveness of humor in persuasion, and will discuss the positive effect of humor, as well as the risks involved when using it in persuasive communication.

Sometimes, a pleasant approach and a welcoming smile are not enough to deliver a successful persuasion attempt. This is when the influence practitioner must reach deeper into their repertoire, and find the deal sealer. The key to being successful, a great amount of the time, is humor. The use of humor is so successful because it has a positive effect on the attitude of the receiver. If the receiver enters the conversation in a negative mood, it could be a difficult task for the agent to pitch a successful persuasion. Humor can be an affective “ice breaker,” turning a negative mood into a positive one. A receiver who is in a positive mood is more likely to be compliant, rather than disagreeable, when confronted with a persuasion attempt (Lyttle, 2001). While this applies to almost any form of persuasion, it is especially effective in the field of sales.

Have you ever walked into a retail store after spending a half an hour looking for a parking space, only to come face to face with a salesperson ready to bombard you with their pitch? Many people would already be annoyed by the nuisance of parking space searching, and the last thing they want is an aggressive product pusher. Then, that salesperson slips in a funny joke about a time he experienced the same situation you just have, causing you to burst out laughing and forget about how upset you were initially. The elaboration likelihood model theory, which is when a receiver determines a persuasive message based on their involvement with the issue, is best described in this example (Lyttle, 2001). This is a common tool used in sales, and a proven example as to why humor is so effective in persuasion. Not only does this tactic lighten the mood, but it also creates a positive image of the source for the receiver, and creates a shared sense of humor that touches on a common set of basic values (Lyttle, 2001). Even if the persuasion is not strong enough to draw a purchase from the customer on this occasion, it builds a customer/salesperson relationship, causing them to return in the future. Of course, this is all under the assumption that the person who walked into the retail store has a similar sense of humor, or even one at all.

While humor can be a very effective tool in persuasion, it does leave room for the occasional back fire. Not everyone has the same personality, values, or ideas of what is humorous and what is not. One person might find off-colored and tasteless comedy amusing, while another might be offended and defensive against it. Some people might not find anything you say amusing, and choose to shut down when an attempt at humor is made. If this happens, it is very difficult to establish a positive relationship with the receiver. Instead of establishing a stronger connection with the receiver, the persuader’s attempt at humor actually decreases the chance of having a successful persuasive impact. Humorous persuasion, while having a negative effect on those who lack a sense of humor, can also lead to an unsuccessful attempt on those receivers who do.

Advertising commercials, whether they are radio or television, frequently use humor in their approach to persuasion. This is possibly due to many viewers “tuning out” when their favorite show takes its break. Humor can be an attention getter, and what better way to attract people to your product than by adding a funny joke to your message? While people are drawn to the entertainment aspect of these humorous advertisements, there is a possibility that the initial message may not be received. The attention that the receivers give to the funny parts of the advertisements can also cause them to miss the initial claims that the products are trying to get across (Cline & Kellaris, 1999). It is in our nature, especially in this day and age, to crave entertainment. Sometimes, the persuasive message can be lost because the focus of the influence practitioner is just gaining the attention of the receiver. In order to be successful at both, a middle ground has to be found. In some cases, as with advertising, it might be best to just have a clear and concise delivery in order to be persuasive.

The key to being successful in persuasion is knowing when to use humor, and when not to. Each receiver is different, and may have a different view of what is humorous and what is not. Humor is a great way to weaken communication walls, as well as build stronger relationships. In the end, it is a matter of whether or not you want to use it to get your persuasive message across, or create a relaxed environment before the persuading even begins.

References
Cline, T.W., Kellaris, J.J. (1999). The Joint Impact of Humor and Argument Strength in a Print Advertising Context: A Case for Weaker Arguments. Psychology & Marketing, 16(1), 69. Retrieved April 4, 2011, from ABI/INFORM Global. (Document ID: 37875581).

Lyttle, J. (2001). The Effectiveness of Humor in Persuasion: The Case of Business Ethics Training. The Journal of General Psychology, 128(2), 206-16. Retrieved April 4, 2011, from ABI/INFORM Global. (Document ID: 77223102).

Does Different Culture Lead to Difficult Roads?


We Americans have the luxury of being citizens of the country with the most diverse population. Each and every one of us comes from such a different cultural background than our neighbors, coworkers, friends, and strangers. Unfortunately, we are also very ignorant when pertaining to diverse cultures. This is one of the most remarkable aspects of being an American. We have the opportunity to know so much about the differences between us, but choose to keep ourselves in the dark about them. I have chosen to interview a coworker of mine for my final project. His name is Louia Salloum, and he is 15 years older than me. Louia is from Lebanon, but has lived here since he was in his early twenties. I chose to interview him because he is Middle Eastern and Muslim, but is married to an American-born Catholic woman. This is, to my understanding, a very unusual occurrence and I am fascinated by what his story will entail. Also, with all the conflict that has taken place between the Middle East and the U.S., it would be nice to maybe get a different perspective. He is a salesman, a husband, and a father of two boys. Both he and his wife have kept their own religions, but the culture of both sides play an important role in the family as a whole. The following paper is based on Louia’s experiences throughout his journey to becoming an American, and for the reader to gain an understanding of what it is like for so many others from different cultures and nations.

Louia Salloum spent the first half of his life in Beirut, Lebanon. He is one of five children consisting of three boys and two girls. When most people are asked about their earliest childhood memories, their faces go blank in an effort to remember any one event that is different from another. However, in Louia’s case, there is no such expression visible. There is only one word that he needs to describe the majority of his childhood memories; conflict. Conflict, to most Americans, is bickering and arguing over which sibling is the parents’ favorite, or who has to take out the garbage after dinner. Of course, this is not to say that American families do not face difficult and hard times, but not on the same level as Louia. The typical American household cannot imagine what sort of conflict Louia has lived through. The conflict that he remembers so vividly involves gunfire, bombs, and terrifying levels of violence. These horrible occurrences are so common in Beirut that any person raised there grows somewhat accustomed to them. As a child attending school in Lebanon, safety drills requiring Louia and his classmates to crouch under their desks were a weekly routine. I can only compare these to the tornado and fire drills we are used to in our school systems here in America. Unfortunately, these drills were not always performed for just for practice purposes. There were several occasions when bombs exploded nearby Louia’s school, and sometimes his school was the target of those bombs. It was a very tough time, but it was what they were all used to. Thankfully, violence and fear were not the only aspects of his life in Lebanon, though.

There are plenty of bad memories for Louia relating to his childhood in Beirut, but there are also many positive ones, too. He comes from a very close and loving family that made their relationships a priority. Every weekend was a family gathering that involved large meals, games, and other fun activities for everyone. The nightlife in Beirut was also a very active one. There were a lot of clubs and restaurants in certain parts of the city that were very popular with the older teenagers and young adults. His favorite club was on the roof of a large skyscraper where he and his friends frequently spent weekend nights. There were many times when he would look out over the city and, even though there were often flashes of gunfire in the distance, take in the country he called home. However, Lebanon was not the home he saw in his future. What Louia saw in his future was the United States of America and the new life he would start in the land of freedom and opportunity.

When Louia came to America, the first place he lived was Los Angeles, California. This was like a completely different world for him. It was as if every movie he had ever seen was exactly how America really is. Everything and everyone was very fast, which was unlike his life back home in Lebanon. At first, it was difficult for him to grow accustomed to the lifestyle and aggressiveness of the everyday American. He had learned English before he had arrived, but was surprised at how difficult it still was to communicate. Also, with his strong Middle Eastern accent, he was ridiculed by some of the ignorant and racist Americans that our country unfortunately has. He decided to get into the service business, primarily valet parking, to be able to interact and communicate with people on a regular basis. While working, Louia met people from all different types of cultures, which was something that rarely happened in Beirut. He quickly realized that he was not the only person that was new to America, and that being from another country and culture was more common than he had expected. It was also very different for him to be in a country where anyone could practice any religion that they wanted. Back home, if you were not Muslim you were considered an outcast, and in some cases even persecuted against. Life was very different in Louia’s new country, but it was those differences that he had come to experience when he left Lebanon.

Louia eventually left California for the Sunshine State. Florida was similar in many ways, but not as crowded and hectic. By this time he had learned the language, both verbal and non-verbal, and had become more comfortable interacting with Americans regularly. The custom salutations, greetings, and pleasantries were no longer as awkward as they were when he had first arrived in the United States. Before, the most difficult aspect of communicating was knowing what to do, as well as what not to do when interacting with people. Hand gestures and bodily expressions are not always universal ways of communicating, and can be barriers due to misinterpretation (Jandt, 20010). What Americans consider polite and proper was not always the same in Lebanon, but he was able to adapt and eventually mastered it. Louia’s comfort with communicating led him to go into the professional world of sales, where he still works today. Communication, however, was not the only difference in his life since moving to America.

As the years went by, Louia eventually took on a more American way of life than what he was used to back home in Beirut. He very rarely speaks his native tongue, except for when his family is visiting or talking to them on the phone. He still keeps up with the news from Beirut, but focuses more on what is going on in the United States because this is his home now. Almost everything about his life back in Lebanon has changed. He still practices Islam, but does not expect his children or wife to do so. He watches his kids’ baseball games, and actively takes part in any American hobby that they are interested in. Instead of big family gatherings on the weekends, he now takes the family to professional sports games and go-kart race tracks. His favorite form of recreation is to spend a couple days at the water parks with the kids, going down the towering slides and floating in the wave pool. These are things that were never available to him during his life in Beirut, of course, and some of the moments that he cherishes the most. Hamburgers, potato chips, and pizza have replaced the falafels, hummus, and kibbeh that he was raised on. Life, in general, is much easier and relaxed than it was growing up in Beirut, and the success he has had professionally is something he does not think would have been possible in his native country. Those differences, in Louia’s opinion, were for the better.

The most significant difference in day-to-day life in the past verses today is fear. Louia no longer has to fear for his life, or for the lives of his wife and children. Growing up in Beirut was like constantly living in a war zone. When faced with a dangerous moment now, it is nowhere near the danger he felt back in Lebanon. It is a relief for Louia to know that his children are being given the opportunity to grow up in a relatively safe and healthy environment. He did not have the same luxury throughout his childhood. Along with the relief, he has comfort and pleasure. The quality of life in America is beyond anything available in Lebanon, which is proven when he is able to take his family to Disney World, the beach, baseball games, and water parks. There is always something to keep him entertained and busy without having to fear whether or not it is acceptable to his home country’s expectations. It is for these reasons that he knows he made the right decision to come to America all those years ago.

Coming to the United States was Louia’s goal when he was growing up in Lebanon. He perceived it as the land of opportunity and tolerance. When he arrived he was pleased to realize that it was exactly that, for the most part. When 9/11 took place he was, unfortunately, forced to see how the population’s tolerance can change. Muslims have been racially profiled and associated with radical Islamists since the attacks. This is very hard for him to understand, because he is not anything like those responsible for such a horrible act. He considers himself an American, loves his Catholic wife, and was just as horrified by that terrible day as any other citizen of this country. The intolerance that has grown for Muslims has not changed his perception of America, but it has saddened him to see the people of this country turn on those who share the same religion without the same extremist views. After 9/11, Muslim organizations became an immediate target of U.S. law enforcement agencies, which was blindly and aggressively supported by the media as patriotic (Ahmed, 2010). Louia understands, to some degree, why Americans have acted in such a way because he lived in constant fear back home. They were the same militant groups that struck fear in Muslims like him in Beirut that are doing so to the United States now. It is a difficult subject for him to discuss because it is not the same environment he was first introduced to when he arrived in California. However, he is still thankful that he is American and would not give up the life he has built here for himself, and his family.

We all come from different cultures, but we are all the same in many aspects. We want the best for ourselves, our children, our friends, and our families. It can be very difficult to leave one’s home, but it can be even more difficult to start in a new one. Louia Salloum has done just that. He has overcome the difficulties of adapting to a new land and society, but not forgotten where he comes from. For some reason, it is easier for those who immigrate to the United States to see the differences between us as positives, rather than negatives. Those of us who have called ourselves Americans since birth should learn from them, as well as make the time and effort to understand the cultures they come from. In the end, we are all human and should start embracing our differences instead of ignoring or shunning them.

Ahmed, A. (2010). Journey into America: The Challenge of Islam. Brookings Institution Press. Retrieved from http://site.ebrary.com/lib/ashford/docDetail.action?docID=10392386&p00=muslim%20america

Jandt, F.E. (2010). An Introduction to Intercultural Communication: Identities in a Global Community (6th ed.). Thousand Oaks, CA: Sage.

World Trade Press (2010). Lebanon Society and Culture: Complete Report. World Trade Press. Retrieved from http://site.ebrary.com/lib/ashford/docDetail.action?docID=10389197&p00=lebanon

Ethics in the Workplace


Each and every day we are faced with a situation where a decision must be made, and we have to live with that decision from there on out. It is no different when pertaining to our professional lives. Most of us have a clear sense of what is right and wrong, but we do not always choose the path that is the most ethical. The decisions we make, whether they are the good or the bad ones, may very well have an impact on our future in our current fields of work. That being said, which is the best way to handle an ethical dilemma in the work place? I may not be able to answer this question for everyone, but I do have the ability to share how I would react and handle some of these dilemmas. Throughout this paper I will describe five ethical dilemma scenarios, and explain how I would go about handling each of them.

The first scenario describes a situation where I am asked by my boss to falsify his expense account in order for him to spend beyond what is available to him. Not only does this go against my own ethical beliefs, but it goes against company policy. The first thing I would do is respond in a non-judgmental manner and show that I am indifferent to his decision to steal from the company. I would then politely refuse to do so, explaining that I would not feel comfortable breaking the rules that I agreed to follow. By doing this, I show that while I do respect his authority, I respect my job security even more. I believe that my boss would respect my decision based on the fact that I care about my job, and have no intentions of talking about the uncomfortable situation any further.

The second scenario describes a situation where my boss instructs me to schedule lunch dates for him and his mistress. I have done this every week since starting at the company. I do not enjoy doing this, and when I meet his wife at a luncheon, she asks me where he is every time she calls the office afterwards. This is a very uncomfortable situation, so I no longer want to be an accomplice to his infidelity. I would explain to my boss that since I have met his wife and she asks me where he is every time she calls, I no longer want to be a part of the situation. I would let him know that what goes on outside of the office is none of my business, and that I do not feel it is professional for me to be involved. Showing him that I only care about my job, and not about the unethical decisions he makes, will make it easier for him to trust me not to discuss it with anyone.

In the third scenario, I accept an invitation from another department’s manager to have dinner. After dinner at a very expensive restaurant, where work is not even conversed, she attempts to pay the bill with a corporate credit card. In this situation I would thank the manager for a wonderful dinner, and insist that I pay for the meal myself. Even though it would be expensive, it would save me the ethical dilemma of using corporate money for extracurricular activities. Also, I would not be offending the manager by explaining to her that she is wrong in her decision to use the card. In my eyes, this is a win-win situation where the outcome is a positive one.

In the fourth scenario, I accidentally spill the contents of a letter marked “confidential” on my desk. Even though I try not to look, I notice that the contents show that my company is taking part in the “scandal of the century.” This is another tricky one. Company owners and managers should have a “social” responsibility in addition to the responsibility of running a profitable and respected business (Frederick, 1995). In this situation, I would pack all of the evidence that I saw back into the bag and continue on with my life as if I had never seen it. While I may not agree with what the company is doing, it is more important to be able to provide for my family. By confronting my superiors, I am involving myself even more, which could implicate me if they were to ever get caught. Everyone would love to ride in on their white horse and save the day, but sometimes putting food on my family’s table is more important.

In the fifth scenario, a friend of mine at work decides to take her “sampling” of company property too far. She plans to throw a party at the company’s retreat condo, of which she as borrowed the keys while the boss will not be there. Because I am friends with this person, I would persistently try to dissuade her from going through with this idea. I would explain to her that not only will she put her own job at jeopardy, but others’ in the office, as well. Sometimes, it only takes one person to be the powerful force against negative long-term habits (Caroselli, 2003). Not taking part in her terrible plan will save me my job, and not talking about it any further will save our friendship. Personally, it is my duty as a friend to tell her that she is making a horrible mistake, but not to tell her what to do. In the end, I would hope she would take my advice to heart, and not continue on with it.

It is not always easy to make the most ethical decision in the workplace. The ramifications for taking either side can be great, and in many cases very negative. All we can do is try our best to take the moral path, while making sure we do not jeopardize our professions. The high road, most of the time, is the quickest route to success

Caroselli, M. (2002). Business Ethics Activity Book: 50 Exercises for Promoting Integrity at Work. Retrieved from http://site.ebrary.com/lib/ashford/search.action?p00=ethical+dilemmas+in+the+workplace&search=Search+ebrary

Frederick, W.C. (1995). Values, Nature, and Culture in the American Corporation. Retrieved from http://site.ebrary.com/lib/ashford/search.action?p00=ethical+dilemmas+in+the+workplace&search=Search+ebrary

Conflict Resolution: Can’t We All Just Get Along?

One of the most cliché answers to the Miss America Pageant’s final wish question is world peace. Of course, this is something that is most likely never going to happen. The reason, simply put, is that it is in or nature as human beings to create conflict. Conflict is what makes our world go around. It is imbedded in our genetics, and plays a major role in the development of not only our relationships, but our species as a whole. If you were to ask anyone what conflict and everything that related to it was, your head would probably overload with the massive amounts of information it would take in. That being said, the purpose of this paper is to discuss only five aspects of conflict in detail, as well as provide my own personal experiences and “best practices” to conflict resolution. The five areas that will be discussed are why conflict occurs, the positive and negative effects of it, communication techniques in conflict, ethics and workplace conflict, and the mediation and arbitration of conflicts. As the saying goes, let us start from the beginning.

Most people have the want and need to proceed through life in a peaceful and prosperous manner. Unfortunately, this is a dream that no person is able to accomplish entirely. Each and every one of us has a different personality and sometimes these unique personalities and attributes tend to clash with one another. This is where conflict is born. Conflict can be defined as a state where people with different ideas, interests, goals, and so on come into a disagreement or controversy over those differences (Collins, n.d.). This is something that we all experience frequently in both our personal and professional lives. Even though conflict occurs in both of these worlds that we live in, the causes of each differ from one to the next.

The conflicts we experience in our personal lives tend to effect us on a different level than those in our professional ones. For many of us, once we leave the workplace those conflicts that took place there are left behind, and forgotten until we have to return the following day. This is not the case in our personal conflicts, however. The personal conflicts we go through put us into more stressful and tense states of mind, not only affecting us but those around us. This is because of what the conflicts stem from. Most people surround themselves with others that have similar interests and personalities as them. This is usually because they want to avoid having conflicting ones with people they hold relationships with. Unfortunately, everyone makes mistakes and when the people we involve ourselves with hurt us, conflicts arise. These can happen due to infidelity, breech of trust, or just a minor disagreement that gets blown out of proportion. Another common reason is because our hot buttons are pushed. In order to resolve these conflicts properly, you have to know what your hot buttons are so you can separate your emotions from your behavior (Cartwright, 2003). When these conflicts happen, we dwell on them a lot more than we would with conflicts that occur at our jobs.

Conflict in the workplace, although not as prevalent as in our personal lives, takes place frequently. The cause can be for many different reasons. Common reasons are competition, the need to be in control, and personal values and beliefs. Of course, not everyone in the workplace is going to have the exactly the same views as these, and that is how the conflict arises. Competition is needed, and sometimes encouraged in certain workplaces. Take the field of sales, for example. Some managers want their salespeople to have a strong sense of competitiveness with fellow employees. They feel that this leads to them being more productive, and taking more pride in their work. The downside to this is it can lead to disagreements and conflicts between the people in the sales department. This type of workplace environment can best be compared to a shark feeding frenzy. I know this because I have personally worked in an environment like this one. While I agree that competition can be a healthy thing on some levels, I do not feel that the conflicts it can lead to is worth it in the end. Conflict, however, is not always just a negative thing.

Being involved in a conflict is not something most people would refer to as a positive situation. This is because, in most cases, it is not. Conflict tends to have more negative effects than positive ones. It can damage relationships, or even ruin them permanently. This is especially true in the workplace. It causes tension between those involved, and causes a stressful environment that is not a healthy one to work in. Tension and stress disrupts productivity because those in conflict may concentrate all of their attention on the conflict. Sometimes, if the conflict is not resolved properly, it leads to an even more negative environment. However, the resolutions and solutions that come out of conflict are not always negative. If the conflict is resolved, and all parties involved are satisfied with the solution that was reached, it can strengthen the relationship between them. This is true for conflict in both personal and professional lives. Conflict in a personal relationship can bring them closer together, with a better understanding of one another’s feelings and opinions. Conflict in a professional relationship, especially when pertaining to accomplishing a similar goal, can bring about a better thinking process and lead to a better outcome than if the conflict had never occurred (Cartwright, 2003). Of course, a satisfactory conflict resolution cannot take place without proper communication.

Communication is the key to any conflict resolution. Entering conflict negotiations with the proper communication techniques is vital to reaching a positive outcome that causes all parties involved to leave satisfied. The first of these techniques is called stop, think, listen, and communicate, also known as STLC (Abigail & Cahn, 2011). These are four steps that, if used properly, will lead to an effective resolution. The first step is to stop. This step, simply put, is to calm down and allow you some time to “cool off” before saying something that could cause more harm than good. The second step is to think. This is the point where you should ponder the conflict from both sides, take into consideration the other person’s views, as well as your own. You should also think about how you plan to find a positive resolution that will be accepted by your counterpart. The third step is to listen. Listening is extremely important when attempting to solve conflicts. A person’s willingness and ability to process, understand, and attend to the verbal and non-verbal messages of another person is what makes communication and conflict resolution possible (Cowan, 2003). In order for you to choose the best way to get your opinion across, you have to listen carefully to what the opposition’s views, opinions, and reasons for the conflict are, and take care not to force them into a defensive position. When a person becomes defensive, they tend to retreat within themselves which makes the
negotiation process much more difficult. The final step is communication, which is what this entire technique is for. The previous steps are all in place to help you progress to an effective communication tactic, which will lead to a better outcome.

Communication in finding solutions to conflict relies on positively expressing your emotions. In order to do this you must explain the reasons for your feelings, choose your words carefully, act courteously and professionally, refrain from blame casting, and take responsibility for your role in the conflict (Cartwright, 2003). Also, it is always important to remember that you are not the only one with concerns and interests in the conflict. If this were the case, there would never have been any conflict in the first place. You have to remember that you are not there to “run the show.” It is best to avoid only talking about your own solution to the conflict, and allow the other person involved to express his or hers (Dana, 2000). In the end, proper communication can solve almost any conflict, even the more difficult ones.

Some of the most difficult conflicts to experience are those that deal with ethics in the workplace. Most people have a good understanding of what is right and wrong, but the paths we choose to take are not always the most ethical. The decisions we make in the workplace may not only impact us, but others as well. This is where the conflict arises. Making the right decisions and leading an ethical professional life is important. You should always be honest and take fellow employees’ differences to heart, accepting them for who they are and what their values are. Doing this is important in the prevention of ethical dilemmas. Ethical dilemmas do not always occur because of choice you are making. Sometimes it is a close friend of yours in the workplace that may be thinking about doing something unethical. For example, if a friend is planning to “borrow” some money out of the register, and they have a history of doing this, it is up to you to try to dissuade them from choosing that path again. Sometimes, it only takes one person to be the powerful force against negative long-term habits (Caroselli, 2003). The influence we can have over fellow coworkers, especially if there is a relationship present, is a powerful tool in prevention of unethical behavior. Once the people involved in the conflict both realize that the ethical route is the only one that does not negatively affect anyone, the conflict is solved. There are times, however, when a solution cannot be determined only by those directly involved in the conflict.

Sometimes two people in conflict are unable to determine a resolution on their own. This is when mediation and arbitration becomes useful. Mediation and Arbitration is a good way of resolving conflicts for people that are not able to do it themselves. The mediator in any conflict resolution process should be one who has no interests in either side’s concerns, acts only as a facilitator of communication between the conflicting parties, and helps lead them to a consensual decision on the solution (Roberts, 2007). While mediation is a means of assisting those in conflict to make a decision on a solution themselves, arbitration is a means of doing so on a solution for them. In order for both processes to be successful, they have to first discover the cause of conflict and take information for all parties involved. The best way to do this is by listening and giving everyone your full attention. Giving those involved an open and safe environment to speak their minds, and asking appropriate and encouraging questions in a fair and equal manner is important to the success of mediation (Doherty & Guyler, 2008). . Both mediation and arbitration can be very effective, but one might have more of a positive outcome in the conflict than the other.

Mediation is a way of simplifying the communication between the conflicting parties, but still allowing them to reach a final decision that works best for both of them. When this is the case, the solution is more of a compromise, and has the best chance of ending with both involved in the conflict walking away satisfied. Arbitration, on the other hand, takes all the power out of the hands of those who have interests in the final decision. When this happens, the solution may not satisfy both parties involved, and can lead to one side being much more disgruntled than the other. A drawback to mediation is that it can lead to agreements between the conflicting parties that do not completely resolve the conflict, but only suppress and settle them, resulting in further anger and disconnect between those involved (Cloke, 2001). Mutual satisfaction in the resolution of the conflict is a must, and plays a key role in all parties involved learning from their experiences in it. To learn from the conflict is to take precautions in preventing it from happening again with those involved, or anyone else in the future. While it is always nice to be able to solve conflicts on our own, it is sometimes better to get a little help to “nudge” us along.

In my experiences with conflict, I find it is always best to communicate efficiently with everyone involved. The “best practices” are to listen to all sides, be receptive and understanding, and show respect and enthusiasm in finding a solution that satisfies both sides in the conflict. It is best to try to work the issues out smoothly, and save any relationships that are in place. Preservation of those relationships is what will help prevent the conflict from happening again, and lead to a more open and healthier environment for everyone. After all, everyone needs and wants the respect of others, and does not mind returning the favor when it is deserved.

Conflict plays a major role in the lives of every person on the face of this earth. Although it can be a stressful situation to experience, it is embedded in our genetics, and is important in the development of our relationships with others. The subject of conflict is a very large one, which is why the purpose of this paper was to only address five aspects of it. Why conflict occurs, the positive and negative effects of it, communication techniques involved, ethics and workplace conflict, and mediation and arbitration are all factors in the big picture that is conflict. At the end of the day, we all make mistakes. The important thing is that we settle our differences, find peace with one another, and learn from those mistakes that lead to the conflicts in the first place. We are all blessed to be on this planet, and to dwell on our differences is only to waste the short time we have together.

Cahn, D.D., & Abigail, R.A. (2007). Managing conflict through communication (4th ed.). Boston, MA.

Caroselli, M. (2002). Business Ethics Activity Book: 50 Exercises for Promoting Integrity at Work. Retrieved from http://site.ebrary.com/lib/ashford/search.action?p00=ethical+dilemmas+in+the+workplace&search=Search+ebrary

Cartwright, T. (2003). Managing Conflict With Peers. Center for Creative Leadership. Retrieved from http://site.ebrary.com/lib/ashford/docDetail.action?docID=10185430&p00=managing%20conflict

Cloke, K. (2001). Mediating Dangerously: The Frontiers of Conflict Resolution. John Wiley & Sons. Retrieved from http://site.ebrary.com/lib/ashford/docDetail.action?docID=10001722&p00=mediation%20conflict

conflict. (n.d.). Collins English Dictionary - Complete & Unabridged 10th Edition. Retrieved May 16, 2011, from Dictionary.com website: http://dictionary.reference.com/browse/conflict

Cowan, D. (2003). Taking Charge of Organizational Conflicts: A Guide To Managing Anger and Confrontation. Personhood Press. Retrieved from http://site.ebrary.com/lib/ashford/docDetail.action?docID=10292292&p00=taking%20charge%20organizational